Refund policy

At Chez Québec, your satisfaction is very important to us.

1. Return period

Our return policy is valid for 14 days from the date your order is delivered. After this period, unfortunately, we can no longer offer a refund or exchange.

2. Return conditions

To be eligible for a return, the item must be unused, in the same condition as when you received it, and returned in its original packaging. Proof of purchase or a receipt may be required to validate your request.

3. Exchanges

An item may be exchanged only once. After this first exchange, any further exchange will be entirely at the customer’s expense.

4. Return costs

Unless otherwise stated, return costs are the customer’s responsibility. Chez Québec does not cover return shipping costs, except when an item is received damaged, is defective, or does not match the order or description. In these situations, we undertake to offer an exchange at our expense or a full refund, as appropriate.

5. 14-day money-back guarantee

We offer a commercial 14-day money-back guarantee from the date you receive the product. This guarantee applies if you are dissatisfied with using the product, provided that it is returned in its original condition, the original packaging has been kept, and the product has not been damaged or misused.

Return costs remain the customer’s responsibility, except when the product is defective, damaged upon receipt or does not match its description.

This guarantee does not apply to sale items, promotional items or products excluded for hygiene or safety reasons, except in cases of defects, damage upon receipt or non-conformity, in accordance with applicable law.

6. Non-returnable items

For reasons of hygiene, safety or the nature of the product, certain items cannot be returned. These include:

Gift cards
Downloadable software
Certain health and personal care products
Perishable products
Sensitive products that have been opened or used

7. Products excluded from returns and exchanges

For hygiene and safety reasons, the following items cannot be returned, exchanged or refunded:

Underwear
Panties
Bras
Swimwear
Products for intimate areas
Opened or used cosmetic products
Other sensitive products

8. Exceptions for opened products

We do, however, accept returns of opened products only when the product is defective or damaged upon receipt, there is an order error, the wrong product was received, or the wrong shade was received.

In such cases, you must contact us within 7 days of receipt with your order number, a description of the problem, photos of the product and photos of the packaging.

9. Return procedure

For any return request, please contact us promptly at contact@chezquebec.com, with the email subject “Returning an item”.

After reviewing your request, we will let you know whether the return is accepted and provide the appropriate return address. Any return sent without prior approval may be refused.

Please do not return the product to the address printed on the parcel.

10. Return address

The return address is not necessarily the address on your parcel. Please contact us so that we can give you the return address closest to your location.

11. Partial refunds

In some cases, only a partial refund may be granted, including for:

Items showing obvious signs of use
Items that are not in their original condition
Items damaged or incomplete for reasons not attributable to our service
Items returned after the return period
Books showing signs of use
CDs, DVDs, software, video games, cassette tapes or vinyl records that have been opened

12. Refund processing

Once we have received and inspected the returned item, we will email you to confirm receipt. We will then notify you whether your refund request has been approved or refused.

If approved, the refund will be made to your original payment method within 24 to 72 hours after approval, subject to applicable bank processing times.

13. Delivery delays and refunds

Delivery times may sometimes be affected by external circumstances or events beyond our control. A delivery delay of less than 30 days does not entitle you to a refund. After this period, you may submit a refund request.

14. Refunds after shipment

Once an order has shipped, no refund can be granted until the parcel has been received and then returned to the return address we provide.

15. Incorrect delivery address

After an order has shipped, Chez Québec cannot be held responsible for a lost parcel if the customer provided an incorrect or incomplete address. In this case, no refund request can be accepted.

16. Parcels returned because of absence or failure to collect

If a parcel is returned to us because the customer provided an incorrect or incomplete address, was absent at delivery, did not collect the parcel within the required period, or refused delivery, the cost of resending the parcel will be entirely the customer’s responsibility.

When the carrier leaves a delivery notice or notifies the customer by email, the customer generally has a limited time to collect the parcel from the specified pickup point or post office. If this period expires and the parcel is returned to us, it may be resent at the customer’s expense.

17. Fee deduction when refunding a returned parcel

If the customer does not wish to pay the reshipping costs and requests a refund instead, a $19 processing fee will automatically be deducted from the refund to cover part of the administrative and logistics costs incurred.

18. Late or missing refunds

If you have not yet received your refund, check your bank account again, then contact your bank or card issuer. Processing time may be needed before the refund appears.

If you have completed these checks and still have not received it, contact us at contact@chezquebec.com.